Blue Bell, PA - Warranty Coordinator

ORS Partners•Blue Bell, PA

About The Position

Warranty Coordinator Blue Bell, PA Location: 516 E Township Line Rd Blue Bell, PA 19422 Position Overview : The Warranty Coordinator is responsible for processing and tracking warranty claims in a timely manner. The ideal candidate will possess excellent verbal communication skills, attention to detail, and a strong commitment to providing outstanding customer service.

Requirements

High school diploma or equivalent; college degree preferred.
Previous experience in a Contact Center or Tier 1 Support role, with a focus on phone-based customer service.
Three years of warranty experience preferred but not required.
Strong verbal and written communication skills.
Excellent critical thinking skills and attention to detail.
Ability to manage high-stress situations and manage multiple tasks simultaneously with professionalism.
Ability to thrive in a remote or office environment while demonstrating schedule flexibility to accommodate evolving business needs.

Nice To Haves

Knowledge of Service Bench
General HVAC knowledge
Experience collaborating with general contractors in a B2B environment.

Responsibilities

Respond promptly and professionally to customer inquiries regarding warranty claims via phone, chat, and email, with a primary focus on phone support.
Assist customers in understanding their warranty coverage, terms, and conditions.
Process warranty claims efficiently, ensuring timely and accurate resolution.
Monitors warranty approval or rejection from manufacturer.
Monitors warranty repairs or replacement with other departments.
Maintain detailed and accurate records of all customer interactions and claims in the system.
Provide customers with updates on the status of their warranty claims.
Collaborate with internal departments, such as technical support, to resolve customer issues.
Escalate complex or unresolved issues to the appropriate team members or supervisors.
Gather and document customer feedback to help improve products and services.
Stay informed about company products, services, and warranty policies.
Achieve or exceed performance metrics, including response time, resolution time, and customer satisfaction scores.
Handle high-volume phone calls while training for self-service.
Resolve conflicts efficiently and professionally